Parcel Health, a Wendmoor case study

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A GP booking app for a group of 38 practices. Patients were phoning at 8am and waiting on hold for the chance of an appointment.

Product design, patient app, website

The problem

The old app hid booking three screens deep, and half of patients gave up and phoned instead. Reception teams spent their mornings on hold queues.

What we did

We put the next free appointment on the first screen, cut booking to three taps, and designed it with patients over 70 in the room at every round of testing.

Draft to final

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Draft 03Final

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Results

61%

of bookings now online

3 taps

to book a GP

9 min

8am phone wait, down from 40

Online bookings went from 22% to 61% of all appointments in six months. The 8am phone queue at the busiest practice dropped from 40 minutes to 9.

My mum booked her own appointment for the first time in years. That's the review I care about.

Dr Ruth Adeyemi, Clinical Director, Parcel Health

Credits

Creative direction: Ines Moreau Product design: Lior Katz, Amelia Brandt Research: Hana Okoye Engineering partner: Parcel in-house team

The problem

The problem

What we did

What we did

Draft to final

Results

Tally Field